Robust 8Ds

Robust 8Ds

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 Robust 8Ds

PURPOSE

The purpose of this module is to clearly define

the content that Ford Customer Service Division
expects as it relates to completion of 8Ds in
response to service quality rejects.

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 Robust 8Ds

EXPECTED OUTCOMES

ƒ Gain a high level understanding of 8Ds

ƒ Understand the components of an 8D and
FCSD’s expectations in terms of 8D content
¾ Examples provided

ƒ Know the importance of containment at each link

in the supply chain

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 Robust 8Ds

8D OVERVIEW

ƒ Disciplined problem solving approach

ƒ Used internally by Ford
ƒ Many suppliers use this method or a similar
version
ƒ Concise method to detail what has been done to
address a problem
ƒ Comprised of ‘Containment’ (D1-D3) and ‘Root
Cause - Permanent Corrective Action’ (D4-D8)
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 Robust 8Ds

IMPORTANCE OF CONTAINMENT
ƒ Critical to maintaining Customer Satisfaction

ƒ Important to our Dealerships

ƒ A large contributor to your PPM Performance

ƒ Important to your Q-1 Status

ƒ A driving factor of STA workload

ƒ Part of FCSD’s and your Plant’s Performance

Metrics
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 Robust 8Ds

CONTAINMENT
Containment consists of D1-D3
ƒ Enter into DDL within 2 business days of receiving a quality reject

D1 Establish the Team

ƒ Name, Department, for each team member and e-mail
address for team leader
D2 Problem Description
ƒ What’s wrong with the part?
ƒ Is/Is Not
ƒ What, where , when, how big
D3 Interim Containment
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 Robust 8Ds

D3 – INTERIM CONTAINMENT
Ford Motor Company
Manufacturer Packager FCSD
Customer

ƒ What is the fallout ƒ Are parts in transit ƒ Advise disposition of

rate of parts inside to packager? parts at FCSD. (Include
the manufacturing ƒ If so, are we certain suspect like parts)
plant? that they meet ƒ Scrap
ƒ What is being done spec.? ƒ Return
immediately to ƒ If uncertain, advise ƒ Rework
ensure that no disposition of parts ƒ Hold
defective parts leave in transit to or at ƒ Specific criteria
the plant? packager. for conforming vs.
ƒ Are like parts non-conforming
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affected?
 Robust 8Ds

D3 – IN YOUR HOUSE
ƒ WIP Stock ƒ Are these parts under your
control?
ƒ Current Model Parts
ƒ Past Model Parts
ƒ Colors
ƒ RH/LH

ƒ Warehouse Stock or ƒ Are your parts binned and

Finished Goods identified correctly?
ƒ Is your inventory accurate?
ƒ Pass through parts

ƒ Shipping Dock ƒ Hold & Inspect Product prior

to shipping
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D3 – IN-HOUSE SORT RESULTS

Examples:
ƒ “Contained 375 door trim panels in house, no
problems found.”
ƒ “Found and fixed 30 pieces of RH rocker arms
identified as LH in warehouse.”
ƒ “No headliners to contain, all parts made to order.”
ƒ “500 wheel covers contained, no gloss problems
found.”
ƒ “100 crankshafts in finished goods, 50 have
corrosion and 50 are rust free.”
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 Robust 8Ds

D3 – IN-TRANSIT
Ask yourself and report in D3…

“Is there any of the REJECTED part or any ‘like’ parts

currently in transit to FCSD?”

At a Packager?
In a Truck?

At an FCSD Facility?
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 Robust 8Ds

D3 – IN-TRANSIT RESULTS
Report if any of the Rejected Part or any “like” parts
are on their way toward FCSD depots in a truck, at a
packager or at FCSD.

Examples:
ƒ “20 pieces XL3Z-1130-AA, 12 pieces XL3Z-1131-AA, ‘X’ pieces
of similar parts ‘Y’ & ‘Z’ are in transit. Conveyance # : LMNOP”
ƒ “Contacted packager, all like product in transit contained.”
ƒ “No Product in transit.”
ƒ “Shipped 1000 pieces of the rejected part on 3/1/07.”

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 Robust 8Ds

D3 – “LIKE” PARTS RESULTS

ƒ Ask yourself and report:
¾ “What ‘like’ parts did we ship with the ‘rejected’ parts”?

ƒ Parts across different car lines

¾ Escape/Tribute, Focus, Mustang

ƒ Various colors shipped

ƒ Model years shipped
ƒ RH vs. LH parts
ƒ Different engineering levels
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 Robust 8Ds

D4 – DEFINE AND VERIFY ROOT

CAUSE AND ESCAPE POINT
ƒ Focus on the process, not the people
ƒ What has changed?
ƒ Multiple Root Causes
¾ Most Likely Cause
¾ Weight multiple root causes (i.e. 80% or 20% at fault)
ƒ Utilize Quality Tools
¾ Is/Is Not
¾ Review Process Flow Diagram
ƒ Are service unique requirements included?
ƒ Identify escape points
ƒ How did this problem escape your plant?
¾ 5 Why
¾ Fishbone Diagram 13/33
 Robust 8Ds

To develop the
correct Problem
Statement… IS IS NOT
Ask: What’s wrong
with what?
WHAT? WHAT?
Ask Next: Do we
know why this is
happening?
WHERE? WHERE?
As long as the answer
is Yes, repeat the
question.
WHEN? WHEN?
Once the answer is
No, or the cause is
unknown, you’ve
reached your problem HOW BIG? HOW BIG?
statement.
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To find true root cause, first clearly identify the correct Problem Statement.
 Robust 8Ds

PROCESS FLOW DIAGRAM

Original Process
New Process

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 Robust 8Ds

FCSD Service Part Flow Diagram

Release
Reinforced Process
Notify to
Production Notify to Develop
New Belong Verify Estru Yes Pack No
Yes Yes and Quality Engineering Pack
to cture Spec
Parts Structure this new Spec
CHEP Ok ? this new Ok ?
? (BOM) Service Part
? Service Part
Including
No Yes Communicate
No BOM
No Spec to G/W

Notify FCSD to
correct or eliminate Communicate
Workgroup
Packaging
Area Hourly
Confirm Will
Personnel
Make to FCSD
End

Reinforced Process Inspection by

Engineering making FCSD
Not Ok Yes sure if Packaging Recei Ok
Specs are Okay ving End
Notify Production via First Inspec
weekly and daily Quality Packa
Parts are Ok tion
Inspect ging of No Shipping
schedule Produced ion New Packaging per
Part ? Schedule Not Ok

Change Control Notify CHEP

Production Control
of Error
No Parts No Pack
Engineering Dispute Error
Error
Production Notify Engineering /
Production / Change Ctl.
Material Handling
FCSD
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Permanent Corrective Actions
 Robust 8Ds

5 WHY
ƒ Identify the fault
ƒ Cross functional team asks “Why” 5 times in
effort to determine root cause.
Example
ƒ Fault: Wrong part was shipped
1) Why? Parts were labeled incorrectly
2) Why? New service part number launched at supplier
3) Why? Engineering part number changed and it was
assumed the Service part number should change
4) Why? Failure to properly manage the change
5) Why? Lack of understanding of Ford Service parts and
failed to ship according to their release
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 Robust 8Ds

FISHBONE DIAGRAM
Measurements Environment Materials

Cause

Why?

Effect

Methods People Machines

Also referred to as:

ƒ Cause and Effect Diagram
ƒ Ishikawa Diagram 18/33
 Robust 8Ds

D4 – DEFINE AND VERIFY ROOT

CAUSE AND ESCAPE RESULTS
Examples:
ƒ Current change over process (or lack of change over
process) allows mixed product to be shipped to
customers
ƒ Once the part became “service only” production was
moved to a line with no poke-yoke
ƒ Change implemented internally, but Ford was not
notified via proper channels (SREA, WERS Alert)
ƒ Change was approved via SREA by Ford, but no new
notice was issued and no new print was approved.
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 Robust 8Ds

D5 – PERMANENT CORRECTIVE
ACTIONS (PCAS)
Actions to:
ƒ Remove the root cause
ƒ Contain the effect of the root cause
ƒ Detect the problem, if PCA cannot be
implemented

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 Robust 8Ds

D5 – PCA RESULTS
Examples:
ƒ Revised current change over process to include first
piece and last piece inspection at each change over
ƒ Developed a process to ensure that the control plan and
PFMEA are followed when an OE part becomes “service
only” to ensure appropriate error proofing is in place
ƒ Revised “Manage the Change” process to include
validation of revised Ford Notice and print, as well as
PPAP approval at level 3 to ensure customer approval of
the change
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 Robust 8Ds

D6 – IMPLEMENT AND
VALIDATE PCAS
ƒ Prior to implementing PCA, verify that it will be
successful without causing undesirable effects
ƒ Develop an implementation plan for the PCA
ƒ Once PCA has been validated to work, remove
the Interim Containment Action (ICA)
ƒ Monitor long-term results

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 Robust 8Ds

D6 – IMPLEMENT AND VALIDATE

PCA RESULTS
Examples:
ƒ Since first and last piece inspection implemented for all
changeovers, 2 months ago, no discrepancies have been
found
ƒ Reviewed 3 specific part numbers that moved from OE to
service only line. All 3 parts have documented “Manage the
Change” review and original error proofing is still in place
¾ Include inspection date(s), part number(s), quantity inspected,
and inspection results
ƒ Verified that new notice number, print, and Ford-approved
PSW have been received for the last 3 design changes 23/33
 Robust 8Ds

D7 – PREVENT RECURRENCE
ƒ Document changes to
ƒ Procedures
ƒ Policies
ƒ Work instructions
ƒ PFMEA, Process Flow Diagram
ƒ Control Plan
ƒ Ensure that service specific processes are added to these
documents
ƒ Train employees in the new procedures, etc.
ƒ Determine whether this PCA should be applied
systemically
ƒ Other Manufacturing lines
ƒ Other Manufacturing plants
ƒ Document technical lessons learned 24/33
 Robust 8Ds

D8 – RECOGNIZE CONTRIBUTIONS
ƒ Sincerely recognize both team and individual
contributions

ƒ Celebrate
ƒ Team commitment
ƒ Problem resolution
ƒ Process improvement
ƒ Be creative
ƒ Be timely

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 Robust 8Ds

EXAMPLE: ROBUST 8D
D1 – Establish Team
ƒ N. Jones-Quality Manager/Team Leader (555-123-456,
NJones@supplier.com), P. White-Manufacturing Supervisor, O.
Roberts-Line Operator, K. Butler – Manufacturing Engineer, J.
Jacobs – Tier 2 Quality Manager

D2 – Describe the Problem

ƒ Part X was rejected due to incorrect bolt hole pattern diameter.
100% of parts shipped since January 1 are affected. 1000 parts
have been shipped since January 1

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 Robust 8Ds

EXAMPLE: ROBUST 8D
D3 – Interim Containment
ƒ In house: 100% of in house finished material sorted onsite at
Tier 1 Ford Supplier – No defects found. Raw/WIP material
sorted, 2 defects found and quarantined out of 100. In transit:
50 Parts were shipped to Ford on February 2. These parts and
all parts at Ford should be returned to the Tier 1 Ford Supplier
for sorting and validation. Like parts: Please quarantine and
return Part Y and Part Z, which are similar to Part X (same Tier 2
supplier and same manufacturing process/line at Tier 1 Ford
Supplier). These parts should be quarantined and returned to
Tier 1 Ford Supplier.

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 Robust 8Ds

EXAMPLE: ROBUST 8D
D4 – Define and Verify Root Cause & Escape
ƒ No detection or prevention of mixed parts at Tier 2 machining
operation allowed incorrect machining of bolt hole pattern. In
pre-launch period, Part W and Part X were being machined.
The two parts became mixed and Part X was machined using
the CNC program for Part W. This caused the bolt hole pattern
diameter to be incorrect for Part X. (Note: Part W is not
purchased by the Tier 1 Ford Supplier.)

D5 – Permanent Corrective Actions

ƒ Tier 2 supplier to install a sensor in the machining center to
assure machining program coincides with Tier 1 Part number
which is being manufactured.
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 Robust 8Ds

EXAMPLE: ROBUST 8D
D6 – Implement and Validate PCA
ƒ Tier 2 installed error proofing sensor on March 1st to verify the
dimensional difference between Parts W, X, Y, and Z. The
sensor program was added to the CNC machining program. If
there is a non-conforming dimension found by the sensor, the
part cannot be machined. For example, if the Tier 2 loads the
Part X program, the sensor will only accept Part X. All other parts
will be rejected by the sensor. (Attach objective evidence). Also,
before changeover (from one part to another), the operator must
complete a check sheet with the machining date, quantity, heat
code, batch and operator name on a label, which is verified by the
supervisor prior to transferring the parts to the next operation.
(Attach objective evidence).
ƒ On March 5th the Part X program was loaded the sensor was
tested by loading 10 of Part Y and 50 of Part X. Part Y was
rejected 100% of the time. Part X was accepted and machined
correctly 100% of the time. Audit revealed that each field 29/33
of the
check sheet was complete for 100% of the runs.
 Robust 8Ds

EXAMPLE: ROBUST 8D
D6 – Implement and Validate PCA (continued)
ƒ On March 6th the Part Y program was loaded and the sensor was
tested by loading 15 of Part W and 25 of Part Z. All 40 parts were
rejected. Audit revealed that each field of the check sheet was
complete for 100% of the runs.
ƒ On April 15th the Part Z program was loaded and the sensor was
tested by loading 300 of Part Z and 20 of Part W. All 20 of Part
W were rejected. All 300 of Part Z were machined correctly.
Audit revealed that each field of the check sheet was complete for
100% of the runs.

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 Robust 8Ds

EXAMPLE: ROBUST 8D
D7 – Prevent Recurrence
ƒ Tier 2 gage study has been performed to verify the effectiveness of
the error proofing sensor
ƒ Tier 2 PFMEA, Control Plan, and Work Instructions have been revised
ƒ Revised Work Instructions have been posted in the machining area at
the Tier 2
ƒ Operators have been trained in the Revised Work Instruction
ƒ Tier 1 Ford Supplier has performed ongoing inspection of materials
from the Tier 1. To date, inspection of 13 consecutive lots and quality
audit of all inspection results has occurred. Results have been
recorded on the Tier 1 Ford Supplier’s internal 8D.
ƒ Attachments
1. Error Proofing Sensor Calibration Standard Operating Procedure
2. Visual aid and description of how the Error Proofing Sensor functions
3. Revised Process Failure Modes and Effects Analysis
4. Revised Control Plan
5. Revised Work Instruction
6. Operator training log for the Revised Work Instruction 31/33
 Robust 8Ds

EXAMPLE: ROBUST 8D

D8 – Recognize Team and Individual Contributions

ƒ The team received recognition via e-mail and during the “All
Employee” meeting.

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 Robust 8Ds

8D TRAINING MATERIAL
ƒ Additional 8D training material is available on
the FCSD Quality Website
¾ Access the site through Covisint, the Ford Supplier
Portal
¾ Within Covisint, click the “Applications” tab
¾ Scroll down to “Ford Customer Service Division
Purchasing” and click the link
¾ Click the following links
ƒ “Quality”
ƒ “Single Point Lessons”
ƒ “Lesson 8: 8D Training Materials” 33/33